Ben Jenkinson

Business Architecture Manager with extensive experience across change, transformation, and enterprise-level process design. Highly skilled in collaborating with senior stakeholders, building strategic frameworks, and delivering clarity across complex commercial, eCommerce, operational, and digital environments. I combine structured analysis with strategic insight to create clarity, alignment, and well-defined business architecture across complex programmes.

Brings proven capability in developing taxonomies, documenting business processes, designing operating models, mapping capabilities, and supporting large-scale transformation initiatives. Operates comfortably under pressure, makes informed decisions quickly, and is motivated by challenging work that drives meaningful organisational change.

Business Architecture Manager at ASDA (2022-01 – Present)

Lead the design and development of business architecture frameworks to support strategic transformation across Commercial, eCommerce, Contact, and Operational domains.

• Create and maintain enterprise taxonomies, ensuring consistent structure, naming conventions, and cross-functional alignment.
• Document end-to-end processes across Commercial buying & merchandising, eCommerce fulfilment, customer journeys, and digital operations.
• Develop capability models and value streams to support the definition of Target Operating Models (TOMs).
• Facilitate workshops, develop high-quality artefacts, and ensure traceability from strategy → capabilities → processes → requirements.
• Partner with Product, Technology, CX, and Operational leads to ensure solution alignment with business needs and architectural principles.
• Support governance forums, ensuring business requirements, risks, and impacts are clearly articulated.
• Influence senior stakeholders through structured storytelling and evidence-based recommendations.
• Designed and delivered a comprehensive enterprise taxonomy for cross-functional alignment, enabling clearer governance and improved change impact assessments.
• Mapped end-to-end eCommerce processes across ordering, fulfilment, returns, and customer support, driving consistency and improved digital optimisation.
• Documented core Commercial processes including item setup, promotions, pricing, product lifecycle, and supplier interactions.
• Mapped and documented end-to-end process changes linked to product case size adjustments, ensuring Commercial, Supply Chain, and eCommerce impacts were fully understood and aligned.
• Produced detailed impact assessments for case pack size changes, identifying downstream effects on replenishment, warehouse operations, ordering logic, fulfilment efficiency, and shelf-ready packaging requirements.
• Contributed to development of ASDA's evolving Target Operating Model across key functions.
• Produced high-quality capability maps and architectural artefacts adopted by multiple programmes.
• Enhanced change governance by implementing a structured approach to documentation, decision tracking, and impact analysis.

ABS OCS Change and Transformation Lead at ASDA (2019-11 – 2022-01)

Supported end-to-end design and delivery of transformation across the Contact Centre portfolio.

• Fostered a culture of continuous improvement across operational teams.
• Collaborated across multiple business units to support strategic change initiatives.
• Created business cases, measurement models, and value-tracking tools to ensure benefits realisation.
• Facilitated workshops, gathered requirements, and documented processes, systems, and services.
• Demonstrated strong analytical skills, strategic thinking, and decision-making under pressure.
• Delivered the WhatsApp digital contact channel for George.com, achieving 85%+ CSAT during the trial period.
• Successfully offshored WhatsApp operations to a 3rd-party provider, enabling a cost-effective, scalable support model.
• Led the Help Centre redesign, driving improved self-serve performance and contributing to a significant reduction in avoidable contacts and improved digital containment rate.

GBS Contact Centre Project Analyst at ASDA (2018-10 – 2019-11)

Led Contact Centre CAPEX projects with cross-functional stakeholders.

• Supported project managers on multiple transformation initiatives.
• Conducted data gathering, evaluation, and summarisation to support decision-making.
• Mapped "as-is" and "to-be" processes to understand and communicate change impacts.
• Coordinated diverse stakeholder groups to deliver to tight deadlines.
• Delivered a successful Webchat pilot, enabling new digital contact capabilities.
• Built an internal Help Centre for colleague policy/process resources, based on detailed process mapping.
• Delivered a bulk email & SMS solution increasing customer communication capacity from 100 to 10,000 messages.

Payments & Fraud Analyst at ASDA (2016-11 – 2018-10)

• Managed payment discrepancies and fraud-related customer issues.
• Handled customer queries via Oracle Service Cloud (OSC).
• Provided clear written and verbal communication to resolve complex issues.
• Collaborated with UK and international colleagues to investigate and resolve cases.

Associate Project Manager Project Management Qualification in Project Management (2022-01 – 2022-12)